The information, services and products on this web site are intended for use only by residents of the UK, and from within the UK. They are not aimed at, nor intended for use by residents of any other jurisdiction, nor to be accessed from any other jurisdiction. We cannot guarantee that this web site or its contents are appropriate for use in, or comply with any laws of, any other jurisdiction.
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The Information and materials on this website are for general information purposes only. We accept no liability for any loss which may arise through reliance on information contained in this website, or any other website linked to it.
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The contents of this web site do not purport to provide any financial, investment or professional advice and nothing on the pages of this web site shall be deemed to constitute the provision of financial, investment or other professional advice in any way.
If you are unhappy with a financial product or advice you have received from us, you can complain. We take complaints very seriously and have a complaint procedure in place whereby we will respond to you within set deadlines. to make a complaint please follow the following three steps
STEP 1. CONTACT US DIRECTLY
It is usually best to write or email us so that you have a record of what you say.
Contacting us is a simple process you can do yourself without using a claims handler. You can also get free help from the Financial Ombudsman Services or organisations like Citizens Advice if you need it.
Initially, we will respond just to let you know we have received your complaint. We will then respond to your complaint within two weeks, telling you whether the complaint has been successful or why we need more time to look into it.
STEP 2. CONTACT THE FINANCIAL OMBUDSMAN SERVICE
If you are not happy with our response, we reject your complaint or you do not hear from it within eight weeks, the Financial Ombudsman Service may be able to help.
The ombudsman service is a free, independent service for settling disputes between financial services companies and their customers. It can deal with complaints about a wide range of financial matters - from pet insurance to stocks and shares.
The ombudsman service will ask us to explain what we think happened and then decide whether to uphold your complaint.
It is important you contact the ombudsman service within six months of receiving a final response from us or the ombudsman service may not be able to deal with your complaint.
Their contact details are as follows:
The Financial Ombudsman Service
South Quay Plaza, 183 Marsh Wall,
London E14 9SR
Tel: 0207 964 1000
STEP 3. TAKE THE MATTER TO COURT
If you do not want to accept a decision by the Financial Ombudsman Service and you have not used an independent complaints scheme, as a last resort you may be able to take your case to court.
You would usually start a civil legal action in the county courts or High Court (in England, Wales and N. Ireland), depending on the circumstances of the case. In Scotland, most small claims are started in the Sheriff Courts.